> For the complete documentation index, see [llms.txt](https://manuals.dialox.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://manuals.dialox.ai/smart-receptionist/content-settings/content-section/persona.md).

# 10. Persona

How the receptionist comes across. Its name, how it addresses callers, how freely it words its sentences, and extra instructions for the AI.

**Content → 10. Persona** shapes the receptionist's **style**, not its knowledge. All fields are optional.

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2F9nfaPcupsEM73XDj9BcM%2Fsr-51-content-10-persona.jpg?alt=media&amp;token=5f2bb105-8cc8-44d3-9c44-44a5ea903007" alt="Content → 10. Persona"><figcaption><p>Content → 10. Persona</p></figcaption></figure>

## Fields

| Field                        | What it does                                                                                                                                                                                                                                                                                      |
| ---------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name of the receptionist** | For example *Emma*. **No standard sentence says it.** Put `{{assistant}}` in a line in 11. Phrases (the greeting, for example) to have it said. The AI knows the name, so it can tell a caller who asks, and message templates can use it as `{{ assistant }}`.                                   |
| **Form of address**          | **Formal** (*u, Sie, vous, usted*) or **Informal** (*je, du, tu, tú*), for languages where it makes a difference. The Guided Setup writes the sentences in 11. Phrases in this form. **After changing it here, run the Guided Setup again** to update them.                                       |
| **Wording**                  | **Flexible**: the receptionist words the standard sentences itself, but a sentence you type in 11. Phrases is spoken as written. **Fixed**: every sentence is spoken exactly as written. The AI disclosure, the keypad menu and the announcement to a colleague are **always** spoken as written. |
| **Instructions for the AI**  | Do's and don'ts, for example *"Callers asking for the owner mean Jan de Vries."* Facts don't belong here: put them in 1. Company or a topic, spam in 8. Spam calls and emergencies in 9. Emergencies.                                                                                             |

## How it shows in a conversation

**Name.** With *Emma* as the name and `{{assistant}}` added to the chat opening line, the chat starts with *"Hello! You've reached Enreach. I'm Emma, the digital receptionist."* See [11. Phrases](/smart-receptionist/content-settings/content-section/phrases.md).

**Instructions for the AI.** For this test we added: *"Keep answers to two sentences at most. After answering a question, always ask whether there is anything else you can help with."*

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2FzJfmiFZ6eWRDFI9Gv2oo%2Fsr2-t10b-persona-instruction-topic.jpg?alt=media&amp;token=537d6b1c-5d88-49df-b547-5a5051978c84" alt="With the test instruction, a topic answer ends with “Is there anything else I can help with?”"><figcaption><p>With the test instruction, a topic answer ends with "Is there anything else I can help with?"</p></figcaption></figure>

The topic answer followed the instruction. But the answer to *"What does Enreach do?"*, which comes straight from 1. Company, was given unchanged, without the follow-up question:

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2Fh6OSR7KOEGLEb4g4aUM6%2Fsr2-t10a-persona-instruction-company.jpg?alt=media&amp;token=a751419d-bdfb-4764-8a57-d506eea18d2c" alt="The company description was repeated as written, without the follow-up question"><figcaption><p>The company description was repeated as written, without the follow-up question</p></figcaption></figure>

{% hint style="info" %}
**Instructions steer the AI's own wording, not fixed texts.** Content the receptionist repeats as written, such as the company description or lines you typed in 11. Phrases, isn't rewritten by an instruction. To change those, edit the text itself.
{% endhint %}

## Tips

* Keep instructions **short and specific**. Test each one in the preview.
* Use instructions for **disambiguation** ("the owner" = a named colleague, "the shop" = Sales) rather than for facts.
* Choose **Fixed** wording only if every sentence must be legally or brand-approved. Flexible sounds more natural.